Returns & Exchanges
Information about the return and exchange process
How do I start a return or exchange?
All returns go through our Returns Portal: puracashmere.loopreturns.com To start: Open the portal and enter your order number plus the email, phone, or ZIP...
Are there any limits on exchanges?
Each order is eligible for one free exchange transaction within 21 days (two with Checkout+) — meaning we'll send you a prepaid label and you can return...
How much is the Restocking Fee?
$14.50 per refund, applied to refund returns that did not include Checkout+. The fee is deducted from your refund total. The fee is waived if you added...
What if my item arrives damaged or defective?
Please contact us at [email protected] within 7 days of delivery if your order arrives damaged, defective, or incorrect. Include your order number...
When will I receive my refund?
Refunds are typically processed within 10 business days of your return arriving at our warehouse. You'll receive an email confirmation when it's complete....
What condition do items need to be in to be returned?
Returned pieces must be: Unworn and unwashed Free of makeup, perfume, deodorant marks, and pet hair With original tags attached Returned in the original...
What is your return policy?
We offer Free Returns and Exchanges within 21 days of delivery. You can choose: Refund to your original payment method (a $14.50 restocking fee applies —...
What is Checkout+ and is it worth it?
Yes — for almost everyone, Checkout+ pays for itself the first time you return anything. Checkout+ is an optional $2.98 add-on at checkout for U.S. orders....
What's the difference between a refund, an exchange, and store credit?
Refund sends your money back to the original payment method. Available within 21 days standard, 30 days with Checkout+. A $14.50 restocking fee applies...
Will I get my shipping cost back when I return something?
A couple of things to know about shipping and returns: Paid shipping charges aren't refundable. If you paid for 2-Day Air or Next Day Air, those charges are...
What items can't be returned?
Final Sale items are not eligible for return, exchange, or store credit. This includes: Any item marked “Final Sale” on the product page or product tag All...
What are "Reduced" items, and can I return them?
Reduced items are pieces marked with a Reduced badge on the product page. Only the badge determines this status — an item's price or discount does not, and...
What if I missed the return window?
We adhere strictly to our 21-day return and exchange window (30 days with Checkout+). Unfortunately, we're unable to accept returns initiated after the...
Do you accept returns from Canada?
Yes — Canadian orders are eligible for a refund or store credit within 30 days of delivery. Exchanges are not available on Canadian orders. Refunds carry...
Do you accept international returns (outside the U.S. and Canada)?
Yes. International customers self-ship returns using a tracked and insured carrier. Pura Cashmere does not provide return labels for international orders,...
What happens if I refuse a shipment or it's marked undeliverable?
If a U.S. shipment is refused, returned to sender, or undeliverable due to an address issue, your refund may be reduced by the outbound shipping cost and...